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SMB Account Manager

Handshake· Employer Revenue
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Hybrid (San Francisco, CA), Hybrid (New York, NY)$118.4k - $148kFull-timePosted 4w ago

About the role

Account Manager for SMB / Mid-Market focused on GRR/NRR, renewals, and expansion across a portfolio of ~75–130 customers. Combines strategic account management, consultative selling, and operational rigor to retain and grow revenue while maximizing customer value.

Responsibilities

  • Own commercial strategy across a portfolio of approximately 75–130 SMB and/or Mid-Market customers, with accountability for GRR, NRR, renewals, and expansion performance
  • Develop and execute strategic account plans that identify customer priorities, business outcomes, retention risks, expansion opportunities, and paths to long-term growth
  • Proactively manage the renewal lifecycle from early strategy and stakeholder alignment through negotiation and close
  • Lead commercial negotiations involving pricing, packaging, contract terms, multi-year agreements, and complex renewal scenarios
  • Identify, qualify, and close expansion opportunities across additional licenses, products, and multi-product offerings to increase NRR
  • Build multi-threaded relationships with champions, decision-makers, and executive stakeholders to reduce churn risk and unlock growth
  • Partner closely with Customer Success to connect product adoption and demonstrated customer value to renewal and expansion strategies
  • Lead strategic customer conversations focused on business priorities, ROI, future needs, and opportunities to expand the partnership
  • Proactively identify accounts at risk and develop clear retention and mitigation strategies in partnership with internal stakeholders
  • Navigate complex customer situations—including competitive evaluations, budget pressure, organizational changes, product concerns, and procurement—with sound commercial judgment and customer empathy
  • Maintain a clear understanding of portfolio health, including renewal status, expansion pipeline, account risk, stakeholder engagement, and growth potential
  • Own accurate and timely forecasting, pipeline management, and opportunity hygiene across revenue systems
  • Prioritize your portfolio effectively, balancing high-touch strategic engagement with scalable account management motions
  • Surface customer insights and trends to Product, Sales, Customer Success, and leadership to help improve our product and go-to-market strategy
  • Contribute to the continued evolution of Account Management by sharing best practices and identifying opportunities to improve processes, playbooks, segmentation, automation, and operating rhythms

Qualifications

  • 2+ years of experience in Account Management, Customer Success, Sales, Renewals, or another customer-facing B2B SaaS role
  • 1+ years owning commercial outcomes such as renewals, expansion, upsell, cross-sell, or revenue retention
  • Track record managing and growing a portfolio of B2B SaaS customers and associated ARR
  • Proven ability to lead renewal and expansion opportunities from strategy through negotiation and close
  • Strong commercial acumen with the ability to balance customer needs with business objectives
  • Experience identifying customer risk and developing strategies to protect and improve retention
  • Experience managing pipeline and producing accurate forecasts against retention and/or expansion targets
  • Ability to build credibility and influence across multiple levels of a customer organization, including senior stakeholders and decision-makers
  • Strong prioritization and organizational skills with the ability to manage multiple customer opportunities and deadlines simultaneously
  • Excellent written and verbal communication skills, including the ability to navigate strategic, commercial, and difficult customer conversations
  • Strong cross-functional collaboration skills across Customer Success, Sales, Product, Support, Finance, Legal, and RevOps

Skills

Required:Account ManagementRenewals & ExpansionForecasting & Pipeline Management

Benefits

  • Ownership: Equity in a fast-growing company
  • Financial Wellness: 401(k) match, competitive compensation, financial coaching
  • Family Support: Paid parental leave, fertility benefits, parental coaching
  • Wellbeing: Medical, dental, and vision, mental health support, $500 wellness stipend
  • Growth: $2,000 learning stipend, ongoing development
  • Remote & Office: Internet, commuting, and free lunch/gym in our SF office
  • Time Off: Flexible PTO, 15 holidays + 2 flex days
  • Connection: Team outings & referral bonuses
Last updated Sep 24, 2026. Interested? Apply on the company site.
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